Frequently Asked Questions:
When will I receive My Custom Quote?
Please allow 24-48 hrs during Business Hours for your quote to be returned as we receive many inquiries daily. Thank you, Silk Flowers By Jean Team
What is the best way to contact us for additional questions?
Do you Create Custom Orders?
Yes we Create Custom Floral Designs & Wedding Packages. Complete & Submit The Custom Form on Home Page so we can provide you with an accurate quote. You will receive an estimate in 24-48 hours to your email address. Shipping is traditionally 8 weeks from payment date, if the invoice is paid in full. Rush Delivery May Be available please inquire.
What is Your Buying Process?
Complete & Submit Custom Quote Form on Our Front Page or an Etsy Request so we can provide you with an accurate quote. You will receive an estimate in 24-48 hours. We provide an initial quote, and provide additional Etsy & Email consultations. Once the Quote is accepted, and a Wedding Package is decided upon in order to continue the process of working on your custom package and to secure your place on Our Schedule we require a 50% Deposit. Shipping is traditionally 4-6 weeks from payment date, if the invoice is paid in full. If 50% Deposit is placed then the balance is due 8 weeks prior to the wedding date, and will ship on that date once balance is paid. A Custom Date can be arranged once the 50% deposit has been placed. Rush Delivery May Be available please inquire.
Custom Floral Design Deposits:
We request a 50% deposit of the total price quoted to secure a place on Our Current Schedule for your Custom Wedding Package. If your Wedding Date is within 4 months we Request Full Payment to secure your Shipping Date. Most of Our Brides Secure a Place on Our schedule 6-12 months in advance. Once I receive your deposit, I purchase my supplies and materials to start developing your unique designs, and I am limited to numbers of wedding orders I can accommodate, the deposit also reserves your date.
What Quality Flowers do you use in your Arrangements?
We exclusively use High Quality Silk & Real Touch artificial Florals, please keep your Florals out of Direct sunlight to preserve for a long time.
Shipping & Delivery
- Shipping Time Once your Custom Order is Processed 8-10 weeks normal processing time. Your order will be shipped via USPS and will arrive within 3-5 business days to most U.S locations, please inquire before ordering. Tracking numbers will be sent via email.
- Local Delivery & Drop off services available at no additional charge with your wedding package purchase in Craven County Only. No Set Up or Break Down Provided. Person needs to sign for an accept Package upon Delivery.
- Duty & Customs Silk Flowers By Jean is not responsible for packages that get held up in customs, as can sometimes happen. Thank - you for understanding that we have absolutely no control over custom delays. Please consider the above stated polices and allow enough time for your items to arrive to avoid disappointment. Buyer is responsible for all duty, custom and / or VAT charges that may be incurred on international purchases. For additional information please visit the following web site: www.dutycalculator.com/help_center/Import-duty-taxes
- Shipping For Destination Weddings We will not ship completed wedding packages ahead of the wedding party for a destination wedding to an International location due to lost and stolen packages in past incidences. We advise wedding parties to carry their bouquets on the plane with them, have each member of the wedding party carry theirs on the plane to prevent theft or loss and assure you will have them for the ceremony.
How do you pack your products?
Each piece is packaged in a sealed cellophane wrapped bag in a Large Box to ensure their is adequate spacing for your set during Transit. We Suggest removing your items once you receive them so the Flowers can have time to return to their original shaping.
Do you ship to my country?
We ship in the US & Internationally contact us to see if we ship to your location.
What Shipping Companies do you ship with?
We use USPS and Fedex depending on the destination.
Damaged & Lost Packages.
If your package is damaged or lost, please contact the carrier immediately to file a claim to investigate. We have never had a package Lost more than a day or so, once the Post office is notified they normally Locate the Package at One of their Facilities. It normally was just not picked up for it's next destination, witin a few hours of calling the package starts Tracking again, so It is always worth your time to contact USPS. If their is a Lost or damaged package let us know immediately via email DesignTeam@SilkFlowersByJean.com and we will file a claim for the insured Package. Your money will be refunded into your account AFTER we receive the refund from the carrier.
RETURNS & REFUNDS
- Custom Designs are Non Refundable.
- Shipping charges are non-refundable.
- Any standard item that is purchased from our website or Etsy site can be returned for a full refund or exchanged within 10 days of receipt.
- Returned items must be packed carefully and shipped in original packing boxes or similar quality.
- It must arrive to us in good condition. No crushed flowers. No missing flowers. If the flowers arrive to us in poor condition or if they smell like smoke, no refund will be issued.
- If your flowers are returned to us in used or poor condition, we will not issue a refund.
- We do not provide for return shipping.
*CANCELLATIONS* In the event of a cancellation please contact me, your order may be refunded, less a 20% cancellation fee, as supplies are ordered shortly after your order is placed. If your order is cancelled within 24 hours of being placed no cancellation fee will be applied.
- Deposits All custom work requires a deposit of 1/2 of the total price quoted. These deposits are NON-refundable. Once I receive your deposit, I purchase my supplies and materials to start developing your unique designs, and I am limited to numbers of wedding orders I can accommodate, so the deposit also reserves your date.
Additional Policies and FAQs
- Disclaimer Bouquets, Boutonnieres, all accessories and items used to develop our wedding packages may contain small parts. Although I take extra care to make sure that attachments are attached securely. Small parts can still detach and pose a choking hazard to children. Do not leave small children unattended while they are wearing or using any accessories. Customer acknowledges full responsibility.
* PLEASE NOTE* Although bouquets and accessories will be designed as closely as possible to images provided, each bouquet is made to order & therefore flowers, color die lots, sizes, shapes or placement of flowers may vary. All photos are a representation of the items available for purchase, not the actual item you will receive unless stated as ready to ship or available now.
Custom Package Buying Process
- Complete & Submit Custom Form on Home Page so we can provide you with an accurate quote or invoice. You will receive an estimate or invoice if you know what you would like to order in 24-48 hours. Shipping is 8-10 weeks from payment date, if the invoice is paid in full. Rush Delivery May Be available please inquire.
Do you Provide In Person Consultations?
- Due to high volume of custom orders we do not provide in person consultations. We provide an initial quote, and provide additional email consultations. We can also be reach via phone 252-285-6437 EST Please leave a message if we are not available to take your call.We will get back with you within 24-48hours via phone, email or text message.
What Happens After My Initial Consultation?
- We provide an initial quote, and provide additional email consultations. Once the Initial steps are completed, in order to continue the process of working on your custom package and to secure your place on Our Schedule we require a 50% Deposit.
When will you start working on my Set?
- We Create a High Volume of Custom Wedding Sets per week especially during our high season January - July, so we stick relatively closely to our calendar within a few days. We normally start your set a couple of days before it is due to ship, we ship if all balances are paid. We can make small changes per our discretion without incurring additional costs.